Director Resume WestonFL - Hire IT People

SUMMARY

Multi - faceted leader with 18 years experience in the Information Technology field, 10 years leadership experience with 5 years as a Director. Diverse experience in infrastructure services, Confidential, and customer support. Passionate about building highly efficient teams while implementing the latest technologies and creating highly satisfied customers. Successful at strategically creating long term visions and executing on them to meet and exceed business objectives. Skill Highlights

Build effective teams
Coaching and mentoring
Displays strategic perceptive
Problem solving
Planning and process management
Public speaking
Fosters creativity and collaboration
Inspires innovation
Customer focused
Adaptability
Integrity and honesty
Champions change

PROFESSIONAL EXPERIENCE

Confidential Weston, FL

Responsibilities:

Automated alert remediation which reduced operational expenditures by 6 FTE
Automated deployment of virtual servers with SQL and product which enabled business to upgrade 1500 SQL servers in 3 months with minimal customer impact
Improved tracking product usage and performance to place information in developers hands to make data driven decisions
Created dashboards and tools for support teams and Network Operations center to track and analyze customer and product data
Operational change automation, reduce tasks to execute on an average 10% of original effort
Maintained and grew 20,000 + virtual server environment
Maintained and grew Openstack environment with 100k a month VM turn
Increased Application up time to 99.95 for every customer from 99.9
Partnered with development teams to improve product areas to increase performance and reduce error rates
Monitoring all servers and application level components to ensure highest level of system/application up time and customer experience
Grew Operations center from 2 employees to 30+
Increased monitoring detected availability issues to 70 Percent
Split operational teams and R&D teams to increase focused efforts and drive better innovation and change success rate

Confidential, Weston FL

Responsibilities:

Strengthened audit language and evidence to ensure adherence to SOC 1 and 2
Increased percent of deployments that completed within the maintenance windows from 70% to 95%
Revamped internal user permissions to SaaS environments
Increased scope of monitoring by 500% and resolution rate to 50% from 5% without increasing staff
Reduced time to implement new tenants by 50%
Increased SLA adherence for new tenant provisioning from 70% to 100%
Increased work efficiency by 100% per employee
Increased SLA rate for new server provisioning from 40% to 95%

Director

Confidentia, Weston , FL

Responsibilities:

Implemented problem management process across organization following ITIL framework
Established organizational wide communication strategies and processes to communicate forthcoming
Created new tier 3 team to work with development to productionalize new products and technologies as well as take customer escalations to reduce TTR and trend incidents
Incident handling of all technical support cases related to our product and cloud environments
Transformed existing technical support organization from support department into development department
Created new cross department processes which yielded in decreasing time to resolution of customer cases by 50%
Reduced and maintained aging cases from 100+ over 30 days to 0
Improved customer satisfaction by 40%
Created triage team for customer cases in the NOC which reduced time to detect customer facing outages, Increase same day closure rates, and increased customer satisfaction

Confidential

Responsibilities:

SaaS Application Manager
Tier II/III Technical Support Manager
Tier III Technical Support Manager
Tier II Technical Support Specialist
Tier I Technical Support Specialist

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Director Resume

WestonfL

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